The 4G data is very slow

[guberm]

 

[gpixel]

@guberm 

try explaining your situation to a different customer support agent. just get straight to the point "I've switched to one of the new 4g plans and my account has been throttling my download speeds to 3mbps. can you please look into it?" send them a private message

[guberm]

I tried different areas in Oakville.

Yesterday tried from Burlington, and there speed didn't up above 3Mps

[gpixel]

@guberm 

were all your speed tests taken from your home area? try doing one when you're 25-50km away and see what the results are. 

[guberm]

Yes, it's a dual sim, and I tried to switch between slots. I'm getting a 4G icon only. Possibly it's happening because of prioritizing general operator (Telus) users. But it's not really helping me.

[gpixel]

@guberm 

so it goes from 80 and immediately drops to 10-15mbps? I have a similar issue when my device drops down to regular LTE, I usually average about 7-8mbps. this typically happens when I'm kicked off of an oversaturated tower and reconnected to a further tower down the road. however, when my device connects to LTE+ advanced, I maintain closer to the rated speeds. it could be that you're getting kicked off of the closest towers because bell, Telus, virgin and Koodo have priority in your area. this is just speculation. but, in my experience that's what happens to me when I experience that type of slowdown. does your device ever goto 4g+? or is 4g the only icon you see?

is that a dual sim? have you tried using the other sim slot?

[guberm]

Located in Oakville, using the OnePlus 7T with Android 12

Tried different places (open places, inside the house etc.) and got the same result.

The biggest issue is the speed is changing from 80 to 10-15 in 2 different tests in the same place without moving with different of 2 minutes

[gpixel]

@guberm 

I also spoke with customer support a few days ago. they replied with something similar... I was hoping my upload speed would increase after the reset, unfortunately it did not.

they will most likely just reset it on the fly before they send you a message. if your device loses connection to the network for a brief moment that's probably why. 

where are you located again?

what type of phone?

are you surrounded by high rises or trees?

[guberm]

"Speed and signal strength may vary with your device, configuration, Internet traffic, environmental conditions, applicable network management, and other factors. 

You can easily check it out under our terms and conditions, and as long as you reach UP TO 100 Mbps, this means that you are getting the accurate range of speed.

It would be totally different, if you were not getting or reaching the 100 Mbps at all, at any point"

So, in general - that what we have and f***k up.

And yes, asked to reset the network but didn't receive the response.

[gpixel]

@guberm 

so what was the verdict? did you ask them to reset your network from their end?

[guberm]

CS is trash

[computergeek541]

---

@gpixel wrote:

I think their speeds are all messed up. I have a upload throttle at 3mbps sometimes 4mbps.. I talked with support and they said we should be seeing max 13-20mbps upload

---

I can reasonably assure everyone that on the current generation of 4g plans, nobody is getting 13 to 20Mbps upload speeds.

[gpixel]

I think their speeds are all messed up. I have a upload throttle at 3mbps sometimes 4mbps.. I talked with support and they said we should be seeing max 13-20mbps upload

[softech]

since when people agree PM CS is best friend?

[computergeek541]

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@walker1 wrote:

@guberm   Yes that's definitely 3G speeds capped.   At this point the CSA is your best friend for help with that.

---

I disagree because from the first post, the upload speed is at 10.6Mbps.  3g plans don't allow that speed when connected to the LTE network regardless of whether it's the upload or download speed being measured.  I'll admit that it's possible that the the Speedtest app gave a false/errreous upload speed result, but if it that result is accurate, the customer's account would have already been changed to the faster 4g speed profile. If that is the case, this could be instance of there being less than favourable network conditions.

[walker1]

@guberm   Yes that's definitely 3G speeds capped.   At this point the CSA is your best friend for help with that.

[guberm]

 

[walker1]

@guberm   Yup that's it already.

You'd better get a hold of a PM CSA agent and have them look into your account.

[softech]

I don't see any problem with SpeedTest by Ookla

No reason why Google speed test is reliable but not  SpeedTest  by Ookla

and the speed result might be different, but I guess won't be 10x difference.. LoL

[guberm]

Thank you, will do this

[walker1]

@guberm   Try testing your speed again using the Google speed test. It's pretty reliable.  

[guberm]

 

[hTideGnow · Accepted solution]

HI @guberm   

It definitely like you are still on the old 3G speed plan capped at 3Mpbs

Try reboot the phone once again

make sure your network type is set to 4G or LTE and NOT 3G only

You have another phone to test

If nothing helps, you should open ticket with CS agent and ask them to check

To open ticket,  at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

         https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[walker1]

@guberm   Are you sure that the change to the new plan really happened?

Login to your account using a browser in incognito or private mode and check again.

If you clicked Yes on the text with the offer, thinking it changed. It might not have switched.

[guberm]

The plan changed on Nov 24

[walker1]

@guberm   If you just recently switchef to a 4G speed plan, you won't see faster speeds until about 48 hours. 

That's what happened to me.

[guberm]

The plan changed on Nov 24. Tried different aria around Oakville, and it's the same

[hTideGnow]

HI @guberm 

when did you changed to 4G speed plan?

The new speed will come after 48 hours. So, if you have just made the change, please wait till after 48 hours and try again. Also, try the speed at different area.   And make sure you are using LTE or 4G as your network type  on your phone